Ken is an industry and globally recognized consultant/ human performance trainer. He has a BSc in Marketing, a minor in Organizational Communication and is a Certified Support Manager from the United States of America. Ken has more than 18 years of working experience from various Customer Contact Management & People Development industries in Asia Pacific.

He is a dedicated practitioner of Sales & Service disciplines, he brings with him extensive years of both strategic and operational customer contact management experience. Ken is also an author of numerous white papers, articles and has conducted in-depth research and studies on Sales Management, Front Line Sales and Service and Contact Center Sales and Service.

His forte in customer experience has resulted in Ken being involved in multiple Customer Contact Management related projects. Ken has been in the forefront of the Asian customer contact management industry and is a much sought after speaker. He has also been highly involved in providing strategic directions for the Asian customer contact management and people development industry through summits, congresses, conferences and knowledge sharing tradeshows. He was recently appointed by Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) as one of notable judges in the highly recognized CRM & CCAM awards.

Ken has held many key positions, the most current as Senior Human Performance Consultant with Scicom, Head of Technical Support for the Nokia Care Line responsible for the support of the South East Asia Pacific region and Sales and Marketing Manager for The Kirby Company U.S.A.

DESKRIPSI

Soft skills based, this certification identifies professionals that have reached an essential standard of customer service & sales focused competency in dealing with customers over the phone. The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound contact center. Additionally, it provides the participants with an understanding of the analytical process for solving problems and selling to customers.

The program introduces customer contact professionals to the essential and fundamental soft-skills elements associated with superior call and service management. The Certified Contact Center Professional Program consists of modules that teach participants essential skills such as essential communication, call management, call courtesy, call accuracy, professional customer service & selling principles and concepts.

Program Objectives :

· To understand the importance of a Contact Center to the organization and exceeding customer delight;

· To appreciate what it takes to be a successful Contact Center Agent;

· To develop essential communication skills;

· To understand the importance of call and service management;

· To understand the inbound and outbound call structure;

· To learn how to handle difficult customers;

· To develop selling techniques and applications;

· To manage self in the Contact Center.

Training Methodology :

The training methodology will include:
– High impact short lectures
– Lively activities
– Insightful presentations to the team
– Instant feedback from the facilitator

Crertified Program :

Certificate of completion jointly awarded by Western Kentucky University (USA) – ATCEN (Malaysia) and Binamanajemen Indonesia (Atcen Principal in Indonesia).

Module 1: Introduction to Today’s World Class Contact Center
· Understanding the Role and Benefits of the Contact Center
· Delivering Exceptional Call and Service Management – “Passion to Exceed Customer Delight”
· Creating the 4 Levels of Service to ‘Wow’ the Customer